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Show Notes

/Show Notes

November 2018

346: Smaller Bathrooms and Premium Seating: Talking Airline Customer Experience

Jeannie and Adam riff not only on the current state of airline customer experience, but how some airlines are working (or not working) to consider the experience as part of their value proposition. […]

345: Understanding the Peak-End Rule

Adam Toporek explains how the Peak-End Rule can make or break a customer experience in surprising ways, and how leveraging it helps you leave a more favorable impression on your customers…on purpose! […]

October 2018

344: Shaun Belding, The Journey to Wow

Adam and Jeannie unlock your potential to create and deliver ever-improving customer experiences with Shaun Belding, CEO of The Belding Group and author of The Journey to Wow. […]

343: Are Subscription Boxes Filled with Data Gold?

Jeannie and Adam discuss the past, present and future of custom subscription boxes and their growing role in the data revolution. […]

342: Ruben Ocampo, Service Design

Forward-thinking designer and strategic facilitator Ruben Ocampo joins us not only to set the record straight about what design thinking really is, but to share his unique, human-centric approach to service design. […]

341: Is Word of Mouse Getting Less Important?

Adam and Jeannie discuss the apparent decline in trust of word of mouse and how businesses and consumers are navigating the misinformation associated with online reviews. […]

340: Marti Konstant, the Agile Careerist

Bestselling author and career futurist Marti Konstant joins us to discuss how an agile career can create a brighter future for you, your colleagues, and your organization. […]

September 2018

339: Customer Journey Mapping is Not One Size Fits All

Jeannie Walters CCXP gives you the 101 on customer journey mapping so you can stop stalling and start making a difference today. […]

338: Danny Schuman, The Worst Business Model

Adam and Jeannie discuss how to overcome the pitfalls and challenges of developing a business model around entrepreneurship with Danny Schuman, author of “The Worst Business Model” and founder of Twist. […]

337: Is Chat Better than Phone for Customer Service?

Adam and Jeannie explore the decline of people using the phone for customer service and how to know if chat is better for you and your customers. […]

336: Joshua March, Social Media Messaging

Joshua March, bestselling author and Founder of Conversiocial, shares how social media messaging helps create better customer experiences while cutting customer service costs. […]

August 2018

335: Do You have a Purchase or Usage Brand?

Adam and Jeannie discuss the core distinctions between a purchase brand and a usage brand, how the latter translates to better customer experiences, and ultimately, greater long-term success. […]

334: Melissa Agnes, Preparing for Crisis

Jeannie and Adam interview author and speaker Melissa Agnes about how preparing beyond traditional crisis management can make your brand invincible. […]

333: Don’t Make Assumptions About Your Customer’s Journey

Live from the National Speakers Association’s Influence 2018 conference, Adam and Jeannie take the mic (and camera!) to make 2 strong cases for mapping your customer’s journey more thoroughly. […]

332: Alan Schaefer: Banding Together

Adam and Jeannie discuss an innovative approach to resolving collaboration issues and working together harmoniously with Alan Schaefer, CEO and Founder of Banding People Together. […]

July 2018

331: There’s No One Way to Do Customer Experience

Jeannie and Adam report live from the National Speakers Association’s Influence 2018 conference to discuss what it means to do customer experience right. […]

330: Jess Pettitt, Good Enough NOW

Author and renowned speaker Jess Pettitt flips diversity training on its head to help us check our biases and stereotypes to not only reduce friction, but to leverage them for better experiences greater business outcomes. […]

329: Be a Customer Experience Change Agent

Jeannie shares the best ways to become a powerful force for positive change in your organization as an in-house customer experience change agent. […]

328: Customer Service Phrases that Are a Problem

Adam and Jeannie offer customer-centric alternatives to common customer service phrases that seem innocent but tend to trigger negative emotions. […]

327: Jeff Toister, Service Culture

Bestselling author and global speaker Jeff Toister returns to the show with amazing tips and actions for creating and executing on your vision for an outstanding service culture. […]

June 2018

326: Succeeding with Difficult Customers

Adam and Jeannie share tips and insights around succeeding with, rather than dealing with, difficult customers. Plus, we’re introducing Adam’s new course to help you become a pro at this! […]

325: Kelsey Brown, Fighting for Transparent Pricing

Jeannie and Adam discuss how lack of transparent pricing harms your business and what you can do to stop feeding into the “norm” of hidden fees without jeopardizing your sales. […]

324: A Good Product Is Not Enough

Adam tells a customer experience horror story about a good product surrounded by a nightmarish customer journey. The scary part is that your brand could be doing this to customers! […]

323: Neen James, Attention Pays

Jeannie and Adam interview Neen James, global speaker and bestselling author, to expose the difference between intentional and transactional attentions, and how that difference is vital to your success in business and beyond. […]